New Zealand:
Non-Lloyd's Complaints and Dispute Resolution

Stage 1: Internal Dispute Resolution Process

If you have a concern, We usually sort it out over the phone immediately. If we can’t fix it immediately, we’ll register your issue as a complaint and start working to resolve it quickly. We will:

• acknowledge receipt of your complaint within five (5) business days
• respond to your complaint within 10 business days
• advise you of your right to take your complaint to their independent external dispute resolution scheme if we are unable to resolve your complaint within two (2) months.

Please reach out to us at:

The Complaints Officer
Agile Underwriting Services Pty Ltd
Suite 1, Level 6 171 Clarence St Sydney NSW 2000
Telephone: (+61) 1300 705 031
Facsimile: (+61 2) 9335 3467
Email: complaints@withagile.com

Remember to provide your policy number so we can swiftly address your concern or query. A qualified member of our team will manage your issue. Our complaints process complies with the Fair Insurance Code.

Stage 2: External Dispute Resolution Process

If our response following the IDR process in Stage 1 does not resolve your complaint to your satisfaction, or if we have not resolved your complaint within 2 months of the date we first received it, you can seek an external review via our external dispute resolution scheme administered by Financial Services Complaints Ltd (IFSO) who are an independent not-for-profit
dispute resolution service that will carry out an impartial investigation. IFSO resolve complaints about financial service providers and are free of charge to you.

Determinations made by IFSO are binding on us or the relevant insurer. If you would like to refer your dispute to IFSO, you must do so within 3 months of our IDR response.

IFSO can be contacted in the following ways:

Phone: 0800 888 202
Email: info@ifso.nz
Website: www.ifso.nz

If we consider that a complaint should be referred to IFSO for resolution, your consent would be obtained before any referral is made to IFSO.